Director, Global Process Leader Customer Care

Job Description

The Global Process Leader (GPL) Customer Care is a critical strategic enabler of the GBS organization, including the GBS 2.0 transformation, responsible for end‑to‑end global ownership, optimization, and digitization of enterprise business processes across Customer Care.

The GPL role exists to de‑risk and maximize the value of Olympus’ ERP, AI, and Global Target Operating Model (GTOM) investments by ensuring processes are globally harmonized, digitally enabled, performance‑driven, and scalable across captive, outsourced, and AI‑based delivery models.

Acting with dual accountability, the GPL:

• Leads process execution and excellence for Customer Care within GBS, leading a globally distributed organization of internal and outsourced personnel, and
• Drives enterprise‑wide process transformation across Customer Care, ERP programs, AI initiatives, and Data platforms.

The GPL partners with Customer Care Global Process Owners (GPOs), GBS Capability and AI teams, and GBS delivery operations to deliver transformative and optimized business process execution.

Job Duties

• Global Process Ownership & Harmonization
  • In partnership with the Business Process Owners within Customer Care, own the end‑to‑end global design, standards, and performance of assigned Level‑1 and Level‑2 business processes.
  • Drive global process harmonization, reducing regional variants and eliminating fragmentation across captive, outsourced, and functional teams.
  • Define clear process governance, controls, and decision rights aligned to enterprise risk, compliance, and quality standards.
• ERP & Enterprise Transformation Enablement
  • Shape ERP process design to ensure alignment with efficiency, scalability, digital‑first aspirations, and standardized ways of working.
  • Partner, coach, and challenge ERP and Functional teams to maximize transformation value and avoid sub‑optimal “lift‑and‑shift” outcomes.
  • Ensure post‑ERP processes are stabilized, optimized, standardized, and fully adopted across the enterprise.
• Digital‑First & AI Enablement
  • Identify, prioritize, and implement AI, automation, and agentic solutions across owned processes in line with the GBS 2.0 roadmap.
  • Build and scale process excellence and AI capabilities‑as‑a‑service, working closely with the GBS Innovation Hub.
  • Support the transition from a human‑centric delivery model to an AI‑augmented, autonomous operating model, with humans focused on orchestration and exception handling.
• Performance Management & Value Realization
  • Define and own process‑level KPIs, including service quality, cycle time, cost, productivity, automation rate, and customer satisfaction.
  • Actively monitor performance and lead continuous improvement initiatives to close gaps and unlock measurable enterprise value.
  • Ensure benefits realization from ERP, AI, and GBS transformation initiatives is tracked, sustained, and transparently reported.
• Service Delivery & Sourcing Collaboration
  • Work closely with GBS Delivery Operations, Site Leads, and Outsourcing Management to ensure consistent execution across hubs, spokes, and BPO partners.
  • Support sourcing decisions by defining which activities are best delivered via digital‑first, captive, or outsourced models, balancing value, risk, and scalability.
  • Ensure seamless integration of outsourced and captive delivery into standardized global processes.
  • Owns the distributed resources
• Governance, Risk & Stakeholder Leadership
  • Act as the primary global process interface to Customer Care, regional leaders, ERP programs, and enterprise transformation forums.
  • Lead service, process, and transformation reviews, including escalation management and risk mitigation.
  • Contribute to enterprise governance bodies and innovation forums as a recognized thought leader and change agent.

Job Qualifications

Required:

• Bachelor’s degree Required, Masters in Business Administration or equivalent preferred.
• Minimum of 10 years in global Human Resource process ownership, shared services, or transformation roles.
• Demonstrated leadership in ERP‑enabled process transformation.
• Proven success driving process standardization, automation, and AI adoption.
• Experience operating in global, matrixed organizations with captive and outsourced delivery,.
• Strong English language skills required.
• Proven executive leadership experience in a global, matrixed organization with the ability to influence and align diverse stakeholders, including executive leadership across corporate functions, divisions, and regions.
• Expertise in designing and operating global service delivery models, including “follow-the-sun” structures, shared services, and business process outsourcing.
• Strong track record of leading digital transformation, with deep knowledge of business process automation (RPA), artificial intelligence, ERP platforms, and case management tools.
• In-depth understanding of Customer Care/Customer Service function and demonstrated success in standardizing, optimizing, and automating global processes.
• Strong process excellence, Lean, and digital transformation capabilities.
• Advanced stakeholder influencing and change leadership skills.
• Strong analytical orientation with comfort using data to drive decisions.
• Ability to operate at both strategic and hands‑on execution levels.
• Exceptional communication skills with the ability to navigate challenging, cross-cultural communications and inspire confidence across all levels of the organization.
• Strong financial and commercial acumen, including experience managing budgets, outsourcing contracts, and vendor relationships and operational performance KPIs.
• Proven ability to recruit, develop, and retain global talent, fostering a culture of innovation, service excellence, and continuous improvement.
• Knowledge of governance frameworks, risk management, and compliance in a global business services environment.
• Deep Customer Care and end‑to‑end process expertise.
• Must be able to travel domestically and internationally as needed.
• Must be able to work flexibly outside of traditional working hours.